RN Case Manager at Trinity Hospice coordinating care for patients in San Antonio. Managing relationships, plans of care, and interdisciplinary communication in a supportive environment.
About the role
- Senior IT Service Desk Manager overseeing IT Service Desk operations, managing L1 & L2 support, and collaborating across teams. Driving excellence in service delivery and technical automation within Microsoft cloud ecosystem.
Responsibilities
- Oversee and manage the IT Service Desk team, including local and offshore resources, to provide exceptional L1 and L2 support
- Monitor, analyze, and improve service desk performance metrics and SLAs
- Implement a proactive shift-left strategy to reduce recurring issues and improve first-call resolution rates
- Lead IAM processes for secure and efficient provisioning, de-provisioning, and access management
- Collaborate with security teams to enforce policies and compliance standards
- Oversee desktop and end-user support, including hardware, software, and peripheral devices
- Establish and enforce ITSM processes, including incident, problem, change, and request management
- Manage and optimize services across Microsoft’s cloud ecosystem
- Identify and implement process and technical automation
Requirements
- Bachelor's degree in information technology or related field
- 8+ years of experience in IT service desk management or related roles
- 3+ years in a senior leadership position
- Strong technical skills in service desk platforms, IAM, desktop support, telephony systems, and ITSM tools
- Proven experience with Jira software suite and Microsoft cloud ecosystem (Office 365, Azure, Intune)
- Expertise in ITSM frameworks, including ITIL
- Experience implementing process and technical automation within IT operations
- Proven experience managing offshore contractors and distributed teams
- Exceptional communication, problem-solving, and leadership abilities
- Demonstrated ability to drive process improvements and a proactive, customer-first mindset.
Benefits
- Remote work with occasional travel to office
- Leadership opportunities
- Dynamic work environment
- Collaboration with various teams
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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